E-commerce Sales Associate
Reports To: The E-commerce Associate will report directly to the Director of ECommerce,
Marketing, and Infrastructure.
Job Overview: The E-commerce Associate is responsible for managing all aspects of
website sales orders from initial order placement through final order fulfillment. The Ecommerce
Sales Associate must streamline and expedite all website orders while coordinating
with various departments to ensure timely procurement and delivery of orders while maintaining
excellent customer relations through proactive communication and service.
Duties and Responsibilities:
1. Technical Knowledge and Compliance
a. Develop and maintain a thorough understanding of waterproofing industry
standards and products, with a focus on the products sold
b. Utilize analytical skills to extract relevant information from technical data sheets
in order to provide technical information and support to customers while
minimizing company liability.
c. Adhere to procedures, guidelines, and company policies to ensure accuracy of
information and compliance with relevant rules and regulations.
2. Order Management
a. Confirm, process, and track customer orders to ensure accuracy and timeliness of
delivery.
b. Communicate with customers to gain information about job scope and product
needs in order to develop material estimates and orders encompassing complete
waterproofing systems including all necessary products, tools, and accessories in
accordance with manufacturer recommendations.
c. Coordinate with logistics partners to streamline shipping and delivery processes.
3. Account Management
a. Proactively engage with existing customers to maintain and enhance customer
relationships and identify opportunities for upselling or cross-selling.
b. Identify dormant accounts and develop strategies to reactivate them, maximizing
sales potential.
4. Inventory Management and Logistics
a. Work with the purchasing and planning team and other branch locations to
coordinate material transfers and purchases in order to maintain product supply
and meet demand.
b. Coordinate with relevant teams to address any supply chain or inventory issues
that may impact order fulfillment.
c. Coordinate with other operational staff and the sales team to identify upselling
opportunities and promote featured products effectively.
5. Shipping Coordination
a. Estimate shipping rates accurately and manage logistics to optimize delivery
times and costs.
b. Monitor shipping processes to ensure timely and secure delivery of orders to
customers.
6. Customer Interaction and Support
a. Handle a high volume of customer inquiries via chat, phone, and email, providing
timely and accurate information.
b. Resolve customer issues or complaints promptly, providing solutions within
company policies, and ensuring a high level of satisfaction and customer
retention.
c. Offer technical information and support to customers with regard to
waterproofing products and application guidelines in accordance with current
manufacturer provided recommendations and technical data sheets.
d. Inform customers about promotions, exclusive products, and industry trends.
e. Upsell products by recommending tools, accessories, and additional components
to enhance waterproofing systems.
f. Promote items, including expired or soon-to-expire products, to maximize sales
opportunities and inventory management.
7. Data Analysis and Sales Strategies
a. Analyze customer order history and trends to identify opportunities for sales
growth or process improvement.
b. Generate reports using software tools like Excel to support decision-making and
strategy development.
c. Work with the marketing team to assist with sales campaigns and customer
incentives.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.